Customer Care Manager, GEM Job Jobs in Dubai at Boston Scientific

Title: Customer Care Manager, GEM Job

Company: Boston Scientific

Location: Dubai

Diversity – Innovation – Caring – Global Collaboration – Winning Spirit – Caring – High PerformanceAt Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

Work Location: Within GEM countries (Dubai, Lebanon, Turkey, South Africa, Romania)Purpose StatementTo design and execute Customer Care strategies & supervise overall Customer Care teams across all Growth Emerging Markets & Customer Service Export team. Coordinate and lead transformational changes ensuring a unified customer experience through standardized Customer Care processes throughout the region. Ensuring compliance to company standard operating procedures and meeting Global quality objectives & controls. Leading budgeting and cost controls & value improvement initiatives throughout the region.

Key Responsibilities

Leads local Customer Service Teams to ensure consistent delivery of world class service. Oversees daily operations, assuring compliance with standard operating procedures, regulations, and policies.

Leads Customer Service Export team supporting worldwide distributors across BSC, supporting Export activities including freight and documents requirements for each destination country along with working internally with Commercial, Demand Planning and Finance teams to ensure End to End visibility.

Supporting Letter of Credit reviews and timely processing by Customer Service teams.

Lead regional KPIs development and reporting, representing GEM Customer Care on regional platforms.

Drive Standardization across Growth Emerging Markets to deliver a unified customer service experience across the region.

Directs the management of Team staff. Leads special projects as assigned by leadership.

Leverage & identify opportunities for Customer Service automation technologies to drive best practices and yield best results.

Oversees the operations within Customer Service with responsibility for directing, developing and implementing systems that produce highest quality customer service in the most cost-effective manner.

Facilitate cross-functional teams toward consensus on optimal E2E solutions focusing on customer improvement activities.

Oversees daily operations of the departmental policies, procedures and tactical operations

Supports audits and responds to audit findings.

Maintains SOX compliance across the region.

Oversees processes related to sales rep assigned inventory, returns, complaints, special programs and field actions.

Assist staff with questions concerning BSC procedures/policies and any special issues that may arise.

Facilitates problem solving. Coaches and develops teams on all aspects of Customer Service Team to ensure superior level of quality customer service.

Directs the management of staff, including workforce planning, recruitment, skill and performance assessment, workload distribution, training compliance, professional development, and corrective action.

Evaluates Team performance to manage the achievement of goals and reduction of errors. Establishes and implements business process improvement plans based on metrics and internal and external feedback.

Assures compliance with all related standard operating procedures (SOPs), government regulations, and co…

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